CarMax , Inc.

Review: I want my name removed from this contract due to the primary person on the falsely presented themselves to the dealership. The income information that was provided to the dealership is incorrect and the address that was report to the dealership is incorrect. Also, the pimary person who signed the contract was scheduled to return the car within 5 days after I found out the information was incorrect and the person did not return the car to the dealership. I want my name removed from this contract due to these fraudulent acts on behalf of the primary person on the loan. I just want my name removed from the contract in order to protect my credit and I do not want this to damage my credit. Please take this into consideration and I would like for CarMax to redo the loan in the primary person name only and just remove me from the loan due to these fraudulent acts.Desired Settlement: I want my name removed from the loan.

Business

Response:

September 5, 2014

Review: Purchased a vehicle on 11/14/15 which was not properly inspected pursuant to Carmax 125 point inspection, in addition to a Vehicle Service History report which I personally obtained. The vehicle's condensation drain is clogged and Carmax has attempted to charge me for the repairs which should have been completed during its 125 point inspection process. I have faxed a letter along with a service history report to Carmax asking them to complete these repairs at their expense as I have not had the vehicle long enough to incur the problems it is currently experiencing.[redacted]

[redacted]Desired Settlement: I have asked Carmax to make the repairs to this vehicle at its expense as I have obtained verification that it did not complete the advertisted 125 point inspection of the vehicle which was sold to me.

Business

Response:

June 24, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: Leslie [redacted]

Thank you for forwarding the complaint received in your

office from [redacted] regarding the

[redacted](the “Vehicle”) that

she purchased on or about

November 14, 2014 from the CarMax store located in [redacted] In this complaint, Ms. [redacted]

Is requesting that CarMax repair the Vehicle at no cost to

her.

As stated in the letter, Ms. [redacted] had a repair concern that

needed to be addressed. Ms. [redacted] has owned the Vehicle for about 7 months and

was outside of the 30 Day Limited Warranty. This is a repair that is not

covered by MaxCare, Extended service plan. As a gesture of goodwill, CarMax

offered to split the cost of the repair. The parts will be ordered and Ms. [redacted]

will be contacted to set up an appointment. Ms. [redacted] was satisfied with the proposed

resolution.

CarMax appreciates the opportunity to respond to this

complaint. Please call me at [redacted]

Extension [redacted], if you have any questions.

Sincerely,

Review: I purchased a used [redacted] approx 5 months ago with approx 24,000 miles on it. I was told by the salesperson that this vehicle, and all CarMax vehicle, undergo a strict inspection before they can be sold by CarMax. I now own a vehicle that has had one problem after another, mostly involving major engine issues. I have missed countless hours of work. I was lied to at CarMax. It is my firm belief that this vehicle did not undergo a strict inspection. The paperwork may have been filled out by a licensed mechanic but I doubt they touched this vehicle.Desired Settlement: I would like someone from the headquarters to call me and pursue the option of a replacement vehicle: a similarly identical [redacted] from CarMax that was properly inspected. I am a reasonable person and am seeking a reasonable resolution.

Business

Response:

June 26, 2015

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Thank you for forwarding the complaint 10679058 received in

your office from [redacted] regarding the [redacted]

(the “Vehicle”) that was purchased on or about January 23, 2015 from the CarMax

store located in [redacted] (“CarMax”).

In this complaint, Mr. [redacted] is requesting an exchange of the Vehicle.

Every vehicle CarMax sells goes through a thorough 125 point

inspection and reconditioning process.

CarMax never knowingly presents a vehicle for sale with a known

defect. However, because a vehicle is a

machine, it is subject to mechanical issues at any time. CarMax was not advised by Mr. [redacted] of any

concerns with the Vehicle until receiving this complaint.

The Vehicle is protected by MaxCare and this plan covers

most major mechanical concerns up to 100,000 miles or 60 months from

purchase. CarMax recommends Mr. [redacted]

reach out to [redacted] Consumer Affairs Department with his concerns, as the

Vehicle may still be covered by the manufacturer’s warranty of 3 years or

36,000 miles. They can be reached at [redacted]

CarMax is declining the settlement request as set forth in

the complaint.

CarMax appreciates the opportunity to respond to this

complaint.

Please call me at [redacted], extension [redacted], if you

have any questions.

Sincerely,

Review: I have been in contact with Curt D[redacted] from a [redacted] post regarding extreme dissatisfication that I received from Carmax. I have been told that I would be receiving a refund from my previous lender due to an over payment. However, the payoff was not estimated correctly due to (as it was explained to me by CARMAX) an assumption of a credit that was applied to my balance when it was not. Therefore, it caused an underpayment and am now responsible for a large sum that Carmax had to additionally pay to cover the payoff.[redacted]

[redacted]Desired Settlement: In addition to a refund, I would also like to demand an apology that this error has occurred, that this has been outstanding for over two months (with last contact from Carmax taking place on 09/25/15, even after e-mail to Curt D[redacted] was sent on 09/26/15 and 10/08/15), billing adjustment and to finish the job. As stated, this has been going on for too long and resolution is far past due. I have been told that contact with the local store must happen, but should not be taking this long.

Business

Response:

October 23, 2015

Revdex.com

720 Moorefield Park Drive, Suite 300

Richmond, VA 23236

Thank

you for forwarding the complaint received in your office from Mr. [redacted] regarding

the sale of a 2012 Nissan Altima (VIN: 1N4AL2AP9CC182793, “the trade”).

In his

complaint, Mr. [redacted] requested that CarMax forgive an underpayment on the payoff

quote for the trade with his lender, [redacted] When this transaction was

initiated, CarMax was unable to obtain a specific payoff quote on the trade due

to the transaction occurring outside of business hours for [redacted]. At that

time, CarMax utilized an estimated payoff amount of $14,224.00.

On

August 12th, 2015, CarMax verified the actual payoff amount of

$14,953.09; a difference of $729.09 from the original estimated quote. Once a return

of the extended service plan of the trade was processed, a balance of $270.48 remained

on the account. Per the paperwork provided to Mr. [redacted] at the time of this

transaction, this would be his responsibility.

CarMax

informed Mr. [redacted] of this via the paperwork completed during the

transaction. Additionally, the CarMax Recovery department has contacted Mr.

[redacted] informing him of this matter. If Mr. [redacted] has any further

questions, he may contact CarMax Recovery at [redacted]

Sincerely,

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have not been satisfied with [redacted] response throughout my entire dealings with this issue and would like to have someone else review this complaint and respond accordingly. I have reached out to him on a number of occassions with no replies from him causing this to be a drawn out process. I feel that CarMax deceived me in to telling me that I owe for something that we less. They deceived me in stating that I would be receiving a refund due to an overpayment on the part of CarMax. I have been deceived by the entire practice from this company and this is NOT how a company is able to do business.As [redacted] has failed to respond to my numerous e-mails, I would like to have a response from a member of the management team, and not an Analyst who responded to my [redacted] post. I have included my string of e-mails that have involved Curt.

Regards,

Review: On 11/23/15, I attempted to add my wife to my SECU checking account at which time we were advised [redacted] entered into CHEX System for a charge off of $476.34.

On 11/23/15, my wife called [redacted] to find out what the details surrounding the charge off. The [redacted] representative stated it would take two days to obtain the details of the charge off. [redacted] did not provide this information to her until 12/04/15.

According to the information provided by PNC, Carmax recalled a check in the amount of $256.42 causing an overdraft and mounting bank fees.

On 11/22/14, my wife traded in her vehicle at Carmax of Whitemarsh and we jointly purchased a [redacted]. The trade in vehicle, a [redacted], was purchased and financed from Carmax nine months prior.

I paid the difference in trade in value and the new vehicle by check, $9888.00. Subsequently after the purchase my wife received an overage payment check from Carmax in the amount of $258.42. My wife deposited the check into her [redacted] checking account on 12/22/14. My wife subsequently used the funds.

On 12/26/14, without notice Carmax canceled the check causing and overdraft in my wife’s checking account. My wife did not use the checking account thereafter as she moved to Maryland and became a full time student.

My wife did not receive notification from [redacted] regarding this matter. Carmax did not notify me or my wife regarding the recalled check prior to or after cancelling the check. Carmax has all contact information for both of us as I have a loan on the new vehicle and I receive emails from Carmax soliciting business as recently as 12/04/15.

I have tried to resolve this matter with Carmax Corporate and they have refused to take responsibility for this matter and the fees caused by their actions. Carmax states the error occurred because my wife canceled her last payment causing them to miscalculate the payoff. However, on the evening we purchased the new vehicle the sales associate, Paul Southard, told me and my wife to cancel any automatic payments on the vehicle because the vehicle would be payed off that evening during the trade in process. Carmax proffers they left two voicemails for my wife when the check was recalled. My wife has her original cell phone number and she did not receive messages from Carmax. Cell phone records can prove same.

My wife has spoke with [redacted] who has been less than helpful stating the account has recently been sent to collections and they have no control over it.

Carmax did not notify me or my wife of their intentions. Due to actions and inaction of Carmax, my wife cannot open a checking account or be added to my account. Carmax has caused $219.92 in bank fees regarding the canceled check.

If there is a real error in the amount of the payoff calculation, once notified, I would have paid Carmax the difference. I paid $9888.00 on the purchase that evening to pay the trade in vehicle off. This figure was given to me on the night of purchase by the Carmax accounting department where the trade in was financed. I am seeking damages from Carmax for the duress, inconvenience, and impact to my wife’s credit this has caused.Location: White MarshMake: [redacted]Model: [redacted]Owner/Co-Ownder? YesDesired Settlement: Refund of bank fees incurred based on the actions/ inaction on the part of CarMax. A letter explaining why CarMax refund check was canceled and money was withdrawn from our bank account without demand to pay letter or notification from CarMax.

Business

Response:

December 18, 2015

Review: I purchased my [redacted] from carmax in november. After driving it home I noticed a few issues with the car. I noticed a small seat cover was broken, s gas/oil smell, a vinegar odor coming from the air vents, and hesitation with the car when breaking. I brought the car in and was told that parts needed to be ordered and also I was told the gas-oil odor was from them filling up the gas tank to the max and they didn't detect any hesitation. I then had to return to carmax again when the parts were received and the clip was immediately fixed and they replaced filters for the vinegar smell. I tried to explain to them that filter change would not resolve the problem and that the evaporator coil needed to be addressed. I continued to explain that the same thing happened 2 years ago with the santa fe I also purchased from them. They insisted the problem was resolved. Sure enough I return home and still have the same issues. Josh at carmax asks me to return with my car and they would flush the system. After completing this it still did not work. At this point I asked to speak with Kurt the service manager and he said that they will spray and flush the system and have it sit overnight and that will resolve the issue. I asked kurt to please look into the history of my prior car and he did but said the process was not the same for the different model cars. At this point I called headquarters and spoke to Kurt D[redacted] and told him all the issues. He had dan (whiner) call me and his response was pathetic. He told me that he would spray some fresher to cover the odor. I told him is was mold that I was breathing and do not want to just cover it. He said he had no other options other than for me to bring it to a ford dealership for a second opinion and carmax would cover the cost if they found repairs needed. Ford found all the repairs needed to fix all the problems. I tried several times to reach Kurt D[redacted] to further discuss this but never received a call backLocation: Make: Model: Owner/Co-Ownder? YesDesired Settlement: I had to miss so much work and spend so much time traveling back and forth to carmax and the ford dealership to finally have these issues properly diagnosed and hopefully fixed soon that I expect cash compensation for my wages lost and gas money

Business

Response:

December 29,

2015

[redacted], Operations Supervisor

RevDex.com

720

Moorefield Park Drive, Suite 300

Richmond,

VA 23236

RE: [redacted]

[redacted] (VIN:

[redacted] the “Vehicle”)

Dear Mrs. [redacted],

Thank you for forwarding the

complaint received in your office from Ms. [redacted] regarding her purchase of

the Vehicle from CarMax of Tampa, FL (“CarMax”) on November 10th,

2015. In her complaint, Ms. [redacted] requested that CarMax compensate her for lost

wages and gas money related to her experience.

CarMax

completed a diagnosis and determined that additional parts were needed to

resolve an air conditioning concern. During this time, Ms. [redacted] was

provided alternate transportation. This repair for an evaporator core was

completed on November 30th, 2015.

Shortly

thereafter, Ms. [redacted] brought an additional concern for a lingering odor

from the evaporator core to the attention of CarMax. CarMax agreed to Ms.

[redacted]’s request for a second opinion from Autonation Ford of Brooksville,

FL, so that Ms. [redacted] did not need to complete additional travel. CarMax

authorized a diagnosis charge and repair by Autonation Ford to deodorize the

Vehicle under Ms. [redacted]’s 30-day warranty. At that time, Ms. [redacted] also

mentioned new concerns. In an effort of customer service, CarMax approved these

repairs to be completed at Autonation Ford.

CarMax has exceeded its obligation

in terms of 30-day warranty repairs and declines to provide any further relief.

In the event Ms. [redacted] has any further questions, she is welcomed to call

me at 1-800-519-1511, extension 82505.

Thank you for giving CarMax the

opportunity to respond to this matter.

Sincerely,

Curt

D[redacted]

Analyst,

CarMax Customer Relations

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

All of my issues that were resolved at the ford dealership were all thoroughly discussed in detail with CarMax during my first trip with this vehicle to Carmax's service center. Mr. D[redacted] is completely inaccurate by stating I "also mentioned new concerns" when at the Ford dealersip. Each and every concern that was successfully repaired by the ford dealership was initially discussed with CarMax. Mr. D[redacted] also tries to make it seem that this process did not consume much of my time or expense which is highly inaccurate. I made over three trips to CarMax for these ongoing issues which is over an hour away each way plus the time spent in the service department. The dealership also was a distance but closer than tampa but after spending time in their service department, I then had to wait for the car rental business to come to this location....then drive me to their store...sit and wait in their office for the rental and then be free to resume my day. You can imagine how much time I had to take away from work plus my expense in gas. For Mr. D[redacted] to see no wrong in this series of events truly questions my ideas of Carmax's integrity. If there is no proper resolution and compensation for this terrible experience I will have to take further action to make sure Carmax does not continue this behavior with future customers.

Regards,

Review: On May 17th 2014 gave $249.99 deposit to CarMax ([redacted] was unable to choose this location in the previous step) to transfer a vehicle to the [redacted] location. We were told the vehicle would arrive in 7-10 days and they would send us a receipt for the deposit. Left a message on June 9th 2014 asking about vehicle arrival??? On June 11th received a call saying that the vehicle was damaged during shipment and they would give us a $500.00 credit for another transfer. On June 16th 2014 spoke with manager [redacted] who stated they would refund us our deposit as well as send us a receipt. We have been told numerous times that the check is in the mail and been given many excuses as to why we don't have it yet. Today is August 12,2014 and we still have never received a receipt for the original deposit or a refund of said deposit. Below find the dates that I have contacted CarMax; June 9th, 16th, +18th ; July 3rd, 12th, 24th. On the 24th of July they stated that the check should arrive in the mail within 7-10 days. I Believe we have been more than patient........UGH! The information(receipt info) is probably under my husband's name.Desired Settlement: To have our money refunded.

Business

Response:

September 9, 2014

Review: I brought a car on April 1st. After having the car for more than a month, I got into a car accident. The brakes gave out on me as I was turning into a neighborhood. Luckily no one got hurt. I tried to turn and the wheel froze. I ended up hitting a wall, and the bags didn't deploy. I have called Carmax to get to the bottom of this and try to get some understanding but to no avail. The car is a total loss and no one seems to understand what was really wrong with the car. I need answers. Thanks in advance.Desired Settlement: I would like to get another car. I really loved the car and it's a shame that I have to start over because I was sold a lemon.

Business

Response:

Via Electronic Mail

Review: I purchased a vehicle from CarMax, [redacted], Florida on 11/6/2012. Within two week of my purchase, the vehicle began having severe brake, rotor and tire problems. I have made over six attempts to have these items repaired and prevent the unsafe nature of the vehicle, but to no avail. The vehicle sold by the company has unrepairable defects, is unsafe to drive.Desired Settlement: Due to the nature of the defects and their inability to be repaired or result in a safe vehicle for me to drive without possibly causing injury to myself or others in driving the car, I desire that the company will take the car back and refund any and all monies paid by me, including but not limited to full purchase price of vehicle, trade in monies, downpayments, costs of repairs, interest, principal payments and the like.

Business

Response:

September 5, 2013

VIA ELECTRONIC MAIL

[redacted], Operations Supervisor

Revdex.com Serving Central Virginia, Inc.

<st1:Street w:st="on"><st1:address w:st="on">720 Moorefield Park Drive, Suite 300

<st1:place w:st="on"><st1:City w:st="on"><st1:City w:st="on">Richmond, <st1:State w:st="on">VA <st1:PostalCode w:st="on">23236

Re: Complaint ID [redacted]

Dear [redacted]:

I am in receipt of the complaint that was filed by [redacted], on August 19, 2013 regarding a [redacted] (the “Vehicle”), VIN [redacted] that was purchased at the CarMax store located in <st1:place w:st="on">[redacted], <st1:State w:st="on">Florida (“CarMax”), on or about November 6, 2012. In [redacted] desired settlement she is asking for a refund.

[redacted] brought her vehicle in for a brake noise concern on or about November 26, 2012. CarMax completed diagnosis and found that the front brake pads needed to be replaced. CarMax replaced the front brake pads for [redacted] under her 30 day warranty.

On or about January 15, 2013 [redacted] brought her vehicle in for a brake concern. During this visit, [redacted] stated that her front brakes were making a grinding noise. CarMax resurfaced front and rear brake pads after completing the diagnosis of the vehicle. Additionally, CarMax provided [redacted] with transportation during her repairs and covered all repair cost as a gesture of goodwill.

On or about June 5, 2013 [redacted] brought her vehicle in for excessive tire noise. CarMax replaced both front wheel bearing hub assemblies and [redacted] paid the [redacted] deductible under her Extended Service Plan agreement for this visit. [redacted] was provided rental coverage through her Extended Service Plan.

On or about June 10, 2013 [redacted] returned to CarMax for a noise concern. As a gesture of goodwill CarMax resurfaced front brake pads and rotors at no cost to [redacted]. CarMax also provided [redacted] with transportation during this repair.

[redacted] has previously shared with CarMax that she is still having a brake noise concern. As a gesture of goodwill, CarMax previously offered the following resolutions:

- CarMax offered to have [redacted] bring her vehicle in for diagnosis.

- CarMax offered to have [redacted] take her vehicle to the [redacted] of her

choice for a diagnosis and CarMax will cover the cost.

[redacted] has declined both offers presented to her.

CarMax appreciates the opportunity to respond to this complaint. CarMax would like to extend an apology for any inconvenience [redacted] may have experienced. Additionally, CarMax would like to extend the offer above to [redacted]. If [redacted] accepts the offer to take her vehicle to an [redacted], CarMax will require a diagnosis from them prior to completing the work. [redacted] has until September 13, 2013 to accept this offer.

Please contact me at ([redacted] extension [redacted] with any questions you may have.

Sincerely,

Analyst, Customer Relations

Review: CarMax advertises a 125+ point inspection on all of their used vehicles. This is untrue and has been admitted to by CarMax staff at the Oak Lawn, IL location. I purchased a [redacted] from CarMax which initially had a broken CD player. When I inquired about why the 125 point inspection did not catch this, they replied "Our employees demo the cars sometimes and things can get broken". Even other employees claim the CarMax only checks the most essential parts of the vehicle, throw new tires on it and sell it.

Recently, I discovered that my vehicle has a defective throttle body. This, too, is something that could have been detected during a 125+ point inspection.

The 125+ point inspection is misleading and untrue. They use this to their advantage to attract customers.

[redacted]Desired Settlement: I purchased from CarMax because I trusted them and their marketing. I was misled.

Business

Response:

November 8, 2013

Review: Purchased used [redacted] vehicle from CarMax on July 5, 2012. Since inception, the car has one issue after another. Service department unwilling to help after original issue and told to bring to **. It is clear the vehicle is a "lemon" and no 125 point inspection was ever conducted on this vehicle. if there had, they would have noticed the issues. First repair: 11/4-Rear main seal is bad. Got lucky as this was covered under power train warranty. No cost to me. ** did repair. 2nd repair: May 5, car is being driven and stutters and stops. I was lucky to be by a [redacted] repair shop. The car issue was the manifold intake, o-rings, etc. The cost of this major repair was $804.21 to me. 3rd repair in 14 months of ownership. Driving vehicle to work and the car suddenly [redacted] off. I was lucky enough to get the vehicle started again after 25 minutes and drive to my work location([redacted]) and we have a [redacted] repair shop in the parking lot. This time the issue was a fuel pump, fuel seal and fuel module had to be replaced. another major repair costing me $865.51. Total out of pocket to me for this "lemon" is $1669.00. I believe that this vehicle went through some prior water damage and/or repairs/issues not disclosed at time of purchase.Desired Settlement: I want either of the 2 scenario's to happen. 1. Full refund of out of pocket expenses of $1669.00 and a full warranty added to the vehicle by CarMax or ** while I own the vehicle. 2. Full refund of original purchase completed on 7/2012. Vehicle purchase was $17,999. plus the $1699.00 in car repair costs.

Business

Response:

[redacted]

Re: [redacted]

Dear [redacted],

Thank your for forwarding the complaint received in your office from [redacted] regarding the [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about July 5, 2012 from the CarMax store located in

[redacted]. In this complaint [redacted] is requesting a reimbursement of the monies paid out of pocket for repairs and a full warranty for his vehicle to be paid by

CarMax or a full refund of the purchase price of his Vehicle.

[redacted] stated that he had three repairs completed on his vehicle. The first repair was covered by his Factory Warranty and the other two repairs were paid by

[redacted]. CarMax regrets learning of these repair needs. A review of CarMax’s records shows that none of these concerns existed at the time of the purchase or during the 30 Day Limited Warranty. Additionally, CarMax has never been informed of any issues until the receipt of the complaint, and has never had the opportunity to address any concerns.

CarMax appreciates the opportunity to respond to this complaint; however, CarMax is declining the settlement request as set forth in this complaint.

Please call me at [redacted], extension [redacted], if you have any questions.

Sincerely,

[redacted], Executive Response Team

Review: We bought are 2007 [redacted] truck in November 2012. October 2013 I was driving and heard a loud noise I took it to a shop and they told us we need to replace the transmission. I called the dealer to get the truck serviced and they said I didn't have warranty. I looked at my paperwork and are sales rep marked we didn't want the warranty just gap insurance. I called and spoke to the manager and told him why didn't we have warranty when we asked for both he said he will look into it and call me back. He called me back and said its are fault for not reading the contract when are rep was in a hurry to get us out we didn't go over anything we just signed contract. He advised me to bring in the truck and pay $100 to diagnosed the problem. I called headquarters and they said sorry there was nothing they can do. In the year I've had my truck I've put little miles. I've had no problems because I only drive it on my day off on Sunday.I think CarMax new something was wrong with the truck it was all wrong how they sold me the truck from are rep and there service.Desired Settlement: I want the truck to be investigated to see if CarMax new something was wrong.!also I've been making payments since my truck has been broke I want it to be fixed it's my only vehicle.

Business

Response:

January 16th, 2014

Review: I purchased a[redacted] After receiving the car, the steering wheel began to make a strange sound when it was turned, and it would shake as I accelerated. I noticed this a couple of days after I brought it home. I also purchased an accessory on the car, so the day it was to be installed, I asked the service department to check the steering wheel. They found that there was extensive damage, so instead of me picking up the car,they scheduled to give me a loaner for the weekend. The loaner was supposed to be ready by 3 PM. When I arrived around 4 PM after getting off of my job, I still waited another hour for the loaner car to be ready. I missed my son's basketball game and had to rush to pick up my daughter from school due to the delay. In addition, the car that was loaned to me had a bad battery. On my way to a graduate class as I was trying to crank up the car, it would not start. I called CarMax and they had the car towed. Due to this malfunction, I missed my class. After they performed the repair service, Carmax agreed to send the car I purchased over to [redacted] who would install the camera accessory that I purchased. When it arrived at [redacted], the service department called me to say that the part that the salesman ordered for me was the incorrect part, so I needed to speak with the salesman about getting the correct part. I initiated the call to the salesman and he told me that I now needed to pay extra money to have the correct part installed.Desired Settlement: At a minimum, I would like the job finished without any additional payment. I missed my son's basketball game, was stranded at home and missed a class, received a faulty loaner car, and have had little contact with the salesman even after I contacted him and requested that he speak to his manager about finishing the job with no additional payment. I have now been without my car for a week. I really think that I should be further compensated for my inconvenience and patience with the situation. Free oil changes for a year would show that CarMax stands behind giving good service to customers.

Business

Response:

March 4th, 2014

Revdex.com

RE: [redacted]: [redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on January 21st, 2014. In her complaint, [redacted] shares her frustrations with her recent service visit and the accessory she purchased during the initial sales transaction of the Vehicle. She shares that she is now being told that the accessory she purchased will not work with the Vehicle and the correct accessory will be an additional cost to her. Due to her experience, she is requesting that CarMax complete the proper accessory installation at no additional cost and complete free oil changes to the Vehicle for one year.

CarMax recognizes [redacted] frustrations and apologizes for any inconvenience. As a gesture of goodwill, CarMax offers to have the correct accessory installed at no additional charge. Thank you for providing CarMax an opportunity to respond.

Sincerely,

Review: My truck is steaming from front grill while in park. I videoed the incident 3 times to show Carmax's repair service exactly what is happening with the truck after they told me that the truck did not steam while they had it for that repair and a different repair. The repair tech told me that he checked all the gages and indicators and told me that they were all working correctly and he could not find the problem. The repair tech then showed me all the water that was inside the engine compartment that could cause the steam, which I stated that it is not normal for an auto to steam like this from water while sitting in park. One of the incidents that was recorded the truck had not been moved from the day before. I then told him that I have a 60 mile commute to my job and I cannot afford to break down. He told me that he would love to fix my car but he cannot figure out what the problem is, again I showed him the videos and he stated it was not normal for an auto to do that but cannot tell me what is wrong with the truck.Desired Settlement: My truck is fixed and stops steaming or a replacement vehicle that does not have the issue.

Business

Response:

March 3rd, 2014

Revdex.com

RE: [redacted] (the “Vehicle”)

Dear [redacted]:

Thank you for forwarding the complaint received in your office from [redacted] regarding the Vehicle purchased from the CarMax of [redacted] (“CarMax”) on December 26th, 2013. In his complaint, [redacted] shares his frustrations with an on-going repair concern and requests that CarMax to repair the Vehicle or exchange the Vehicle with a similar vehicle without any concerns.

CarMax’s research shows that CarMax did attempt to diagnose [redacted] concern mentioned in the complaint, but was unable to duplicate his concern. In addition, CarMax sent the Vehicle to a local [redacted] Dealer in an attempt to diagnose the concern but the dealer was not able to duplicate [redacted] concern as well.

CarMax recognizes [redacted] frustrations but without being able to duplicate the concern, neither CarMax nor the local [redacted] dealer can determine if there is a failure that can be repaired. CarMax will continue to diagnose and repair the Vehicle under the terms of CarMax’s 90-Day Limited Warranty. [redacted] is encouraged to contact the[redacted] at CarMax ([redacted]) to discuss his concerns and any options that may be available to assist.

Thank you for providing CarMax an opportunity to respond.

Sincerely,

[redacted], CarMax

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

They being carmax are suppose to bring my truck in on tues the 11 th to review the issue in there answer to you they refer to you that my
Truck was sent to [redacted] dealer well yes that's true but it was seen for a transmission issue not the problem I complained about

Review: Carmax failed to provide assistance with a problem they created. They mailed the liscence plate to the incorrect address and then did not take steps to correct it. Simply implied it was our problem now.Desired Settlement: That carmax Will correct the situation and find the license plate for me car.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, Va. 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint received in your office from [redacted] regarding the license plates for his [redacted], VIN [redacted](the “Vehicle”) that he purchased on or about March 27, 2014 from the CarMax store located in Pineville, North Carolina. In this complaint, [redacted] is requesting that CarMax find the license plates for his Vehicle.

[redacted] contacted CarMax and stated that he had not received his tags. During the paperwork process, [redacted] verified that CarMax had the correct address and therefore this was the address used to send the tags. As [redacted] is now the registered owner of the Vehicle, CarMax can no longer act on his behalf to obtain duplicate tags. CarMax advised [redacted] to contact the local [redacted] to obtain a duplicate tag.

CarMax appreciates the opportunity to respond to this complaint. Please call me at [redacted]

Extension, [redacted], if you have any questions.

Sincerely,

Analyst, Executive Response Team

Review: Car purhased has have many efects/problems since the day purchased....repirs needed today is enormous nd costly.....carmax has performed extensive repair to vehicle throughout the life of this vehicle.....cost of this vehicle is considerably high.....purchased at $17,000 and I also purchased the warranty for $5,000....vehicle still has a remaining balance due....costs to me to repair problems is $1,200 monthly....to have paid so much for a vehicle and to not have a functioning vehicle is outrageous. I feel CARMAX misrepresented this vehicle. LEMONDesired Settlement: I would like a functing car for the amount paid over the years. $40,000....

Business

Response:

28 July 2014

Review: On June 26, Carmax reposed my car. I can admit customer service was nice and was working with me so I could get my car back until I didn't meet the deadline to get it! Carmax gave me until Subday July 20 to come up with 1,380.00. Of course I couldn't afford it so I lost my car. Monday morning I got up so I could get my personal belongings along with my daughter new clothes, car seat, my kids birth certificates, social security cards, and more. I was told that my car was at the Carmax in Alabama and I could go down there to get my things. When I arrived the guy told me I had to have a letter because once they reposed the car it became their property which I can understand but what was in the car was mine!!! They threw all my things away. I moved to Alabama in January with two kids ages 6 and 3. I am a college student who is trying to make ends meet. You can't just throw people things away!!! It's so hard because we are from MS!! We don't have anyone down here to help us. I moved here for an intern for school and trying to make the best out of a minimum wage job so I lost my car. While I was at Carmax waiting for the guy to check if my stuff was there, he came back told me it was gone then looked at me and said "after 17 years of working with Carmax he has never known anyone to get their stuff". I called customer service again and told them what happened she asked me if they threw it away what could they do. Then I asked to speak with higher personnel. She got on the phone asking if my stuff was so important then why did I wait so long to get?? My response was because I had intentions on getting my car!! I have been working hard to come up with the money! My daughter just got new clothes, I have to find a ride to Mississippi to replace all their things so I can register them for school. Carmax is wrong!! You don't throw people stuff away like its trash because they don't know what I been through to get that stuff. If I couldn pay a 1000 to get my car what make them think I got it too replace!!Desired Settlement: DesiredSettlementID: Refund

I would like for Carmax to replace my items such as my daughter clothes, my jewelry stands, my kids birth certificate and the gas money to go get all this stuff replace. I would like them replace all my things because it was not cheap. Everything cost!!!!

Business

Response:

August 22, 2014

Review: Purchased car in May 2014. Car has been in shop all but 3 weeks since. They refuse to repair car.Desired Settlement: Full refund including down payment and interest, repair or replace car.

Business

Response:

[redacted]

Revdex.com

720 Moorefield Park Drive Suite 300

Richmond, VA 23236

Re: [redacted]

Dear [redacted],

Thank you for forwarding the complaint [redacted] received in your office from [redacted] regarding the [redacted] (the “Vehicle”) that was purchased on or about May 14, 2014 from the CarMax store located in [redacted] (“CarMax”). In this complaint, [redacted] is requesting a full refund, or for CarMax to repair or replace the Vehicle.

According to our records, [redacted] brought the Vehicle into CarMax for a dome light out, the Vehicle pulling to the left, and a gurgling sound under the radio when idling. CarMax did not duplicate a problem with the dome light, and diagnosed a realignment needed as well as replacement needed of the air condition compressor and temperature door actuator during this visit on or about June 20, 2014.

[redacted] returned to CarMax with concerns of both brake lights out, installation needed for the air condition compressor and temperature door actuator, alignment completed, and a noise coming from the front passenger wheel area at speeds of 35-40mph. CarMax replaced the blown passenger lower brake lamp bulb, replaced the temperature door actuator and replaced the air conditioning compressor, and completed the alignment during this visit on or about June 25, 2014.

[redacted] brought the Vehicle back to CarMax with concerns of both front tires making noise at 35-40mph, rattling loudly at the front end, the Vehicle pulling left, the steering wheel not centered, air conditioning sounded like the compressor was failing, passenger side tire rolling when making sharp left turns, rear hatch dents, driver’s side door will not hold open, and steering vibration more at 60 mph. CarMax could not duplicate the tire concern, loud rattling, pull, or feel of tire rolling abnormally for a four wheel drive vehicle. The steering wheel was found to be level, and the dent concern was outside of the Limited 30-Day warranty. CarMax replaced front brake pad hardware. Related to the air condition concern, CarMax replaced the compressor, flushed the system, replaced the dryer, and recharged the system. CarMax also rebalanced the tires during this visit on or about July 22, 2014.

As a gesture of goodwill to [redacted], CarMax replaced the two front tires on the Vehicle with two new tires on or about August 18, 2014.

[redacted] then asked CarMax for some options related to the Vehicle concerns. CarMax suggested that the Vehicle be taken to a local [redacted] dealership for diagnosis of the items that CarMax was not able to duplicate and repair. [redacted] returned to CarMax with concerns of a whining noise at 35-40mph that [redacted] diagnosed as a transfer case, she stated that [redacted] found air conditioner compressor noisy, and she stated that [redacted] found the steering wheel off. CarMax spoke with [redacted] and [redacted] stated they only recommended a replacement of the transfer case based on customer complaint and age and mileage of the Vehicle; the diagnosis was not completely clear that the transfer case was the cause of the noise. CarMax diagnosed normal gear noise for the age and mileage of the Vehicle. Related to the air conditioner, CarMax replaced the compressor with a factory compressor and recharged the system. CarMax verified alignment of steering level; the readings were normal and CarMax gave a print out of information to [redacted] during this visit on or about August 26, 2014.

CarMax is declining the settlement request as set forth in the complaint. CarMax has diagnosed and repaired the Vehicle on multiple visits as listed above. As a gesture of customer service, on or about August 27, 2014, CarMax invited [redacted] to accept a six month, 6,000 mile warranty on the transfer case even though repair or replacement was not completed based on CarMax’s diagnosis of the Vehicle. [redacted] accepted this as settlement to this complaint.

CarMax appreciates the opportunity to respond to this complaint.

Please call me at [redacted], extension[redacted], if you have any questions.

Sincerely,

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I am [redacted] resident and purchase a vehicle in Delaware. I am unable to obtain registration for my vehicle do to receiving improper paperwork.

Purchase vehicle 7/7/2014 from CarMax at [redacted] location

Made first attempt to obtain registration at [redacted] 8/25/2014

Was unable to obtain the registration because the [redacted] seller and buyer dates did not match. (Seller date: 5/30/2014, Buyer date: 6/4/2014) Was asked by [redacted] to obtain a letter from [redacted] about sales dates being different. I called CarMax about the issue and they provided me an [redacted] from CarMax with a CarMax letter head.

Made second attempt to obtain registration at [redacted] 9/4/2014

Was unable to obtain the registration because the C[redacted] seller and buyer dates did not match. (Seller date: 5/30/2014, Buyer date: 6/4/2014) Was asked by [redacted] to obtain a letter from [redacted] with their header that CarMax needed to obtain.

Dates that I called CarMax about issue:

8/25/2014

9/05/2014

9/09/2014

9/15/2014

9/26/2014

9/29/2014

9/30/2014

Each time they say they will call me back later that day but fail to do so.

Now Carmax has sent me a [redacted] letter package to mail my transaction documents. They want them back to them to make corrections.Desired Settlement: I am [redacted] with [redacted]. I am soon going to be relocated to [redacted] for [redacted] work. I am able to bring a personal vehicle ([redacted]) but without this registration, I cannot bring my[redacted]. I had original had intent to bring this vehicle with me but now I wish to seek the option of returning my vehicle. By returning my vehicle, I would like to receive a refund of my purchase because I cannot obtain registration.

Business

Response:

November 4, 2014

Review: Complained about the brake system on my car a few weeks after purchase. They resurfaced my front rotors but a couple weeks later, my ABS traction light comes on and also the brake light on dash. Had tried calling twice about problem but they want to schedule people a week or two later and that adds on mileage to the warranty that comes for repair to car and by that time, you will be out of warranty and they want money even though you call and state you are still covered. They do this to make people fall out of range and have them pay. Due to my work schedule and family issues, I have not been able to complain about this like I wanted but I am now while I have the time. They wanted me to pay for a diagnostic even though I have the MaxCare warranty which is pointless and I want to remove as well. This company know they have issues with cars and mask them enough to make a quick sale but the real issues happens after a few weeks of purchase then the games start.Desired Settlement: Fix this issue and acknowledge my issue. I have tried twice but now the issue is serious and if my brakes fail on my car due to them not wanting to fix when I was umder warranty then I will sue and take this to court

Business

Response:

February 4, 2015[redacted], [redacted]Revdex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re [redacted]: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: Thank you for forwarding the complaint dated January 20, 2015 regarding the Vehicle purchased from the CarMax store located in [redacted], South Carolina (“CarMax”) on or September 11, 2014. Mr. [redacted] requested that CarMax acknowledge an issue with the brakes and repair it at no cost.Mr. [redacted] brought the Vehicle to CarMax on or about October 9, 2014 to inquire about a check engine and tire pressure light staying on inside of the Vehicle. CarMax diagnosed both concerns and made the necessary repairs.Mr. [redacted] brought the Vehicle back to CarMax on or about October 29, 2014 to readdress the check engine light concern and also mentioned a vibration and noise concern in the brakes when decelerating from higher speeds. CarMax referred Mr. [redacted] to [redacted] for an ECM update to address the check engine light concern and resurfaced the front rotors to address the vibration concern in the brakes.CarMax offers a 6-month or 6,000-mile limited warranty on any services performed. CarMax encourages Mr. [redacted] to contact CarMax directly at [redacted] to schedule a service appointment and address the above concern.CarMax appreciates the opportunity to respond to this complaint.Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Customer Relations

Business

Response:

March 9, 2015[redacted], Operations SupervisorRevdex.com 720 Moorefield Park Drive, Suite 300Richmond, Virginia 23236Re [redacted]: [redacted] (the “Vehicle”), VIN: [redacted]Dear Ms. [redacted]: I am in receipt of the additional message in response to the complaint dated February 9, 2015 regarding the Vehicle.As previously stated, work performed by CarMax comes with a 6-month or 6,000-mile limited warranty. CarMax performed brake work on the Vehicle on or about October 29, 2014, and would be happy to readdress any outstanding brake concerns under the terms of the 30-Day Limited Warranty. CarMax’s records also indicate that the Service Department left a voicemail with Mr. [redacted] on or about January 23, 2015 and on or about March 9, 2015 to schedule an appointment to readdress his concern. However, CarMax has not received a return call from Mr. [redacted].CarMax appreciates the opportunity to respond to this complaint and encourages Mr. [redacted] to contact the Service Department to schedule a follow-up appointment. Please contact me at [redacted] extension [redacted] with any questions you may have.Sincerely,[redacted]Analyst, Customer Relations

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID 10410770, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The company has NOT called me at any time and it is 2 months later now still. I took my car to [redacted] about 2 weeks ago and discovered that the shocks on the car were bad which means CARMAX knew of it but did not correct issue when they sold it to me. Also, the response from Carmax main office from VA came on Feb. 4th and I filed this complaint on Jan. 20th and NO CALLS were made then nor today as they "claim". I will be giving a call to Carmax in [redacted] but they only want to schedule me for a Monday or Tuesday appointment as always and I work 12 hour shifts so the service center closed when I get off ot have an off day due to that!! I thought a service center should be open everyday for a carplace and not twice a week. All I know is that I have statement from Nissan place about my car and also that comment about the warranty is crap because I was under warranty when I made a complaint but ai know they will NOT honor it cause Ibam out of it. THIS PLACE IS A RIPOFF AND FULL OF GAMES!! CORRECT THE ISSUE!!! I will reply AFTER I have reached Carmax and talk to them. They are being uncooperative!

Regards,